Quality Assurance Specialist

Company Description:

The Quality Assurance Specialist will ensure the excellence of back-office processes within our Digital Trust and Safety operations. The role will monitor, evaluate, and optimize performance, contributing to a secure and efficient environment. Analytical mindset and commitment to quality will play a pivotal role in maintaining high standards and supporting team growth.

Job Description:

• Oversee the execution of all back-office processes to ensure accuracy, compliance, and efficiency.
• Evaluate agent performance, providing constructive feedback and engaging training to enhance skills.
• Contribute to quality control (QC) initiatives, identifying opportunities for improvement and driving effective solutions.
• Take on project officer responsibilities, managing specific tasks to support operational goals.
• Identify and escalate issues, non-conformities, or near-misses to ensure swift resolution.
• Coach agents on handling challenging cases and complaints, promoting best practices.
• Analyze performance data, uncover insights, and share actionable findings with the team to drive continuous improvement.
• Perform other lawful tasks assigned by his/her manager.
• Adhere to the work schedule.
• Adhere to the rules and regulations of the company.

• Adhere to the non-disclosure agreement.
• Ensure all previously set targets are met.

Qualifications:

• Previous experience in Know Your Customer (KYC) processes is essential.
• Experience in quality assurance is an advantage.
• Proficient in using Microsoft Office Suite.
• Strong command of the English language, with a proficiency level of C1 or higher.
• Outstanding analytical and problem-solving abilities, with high attention to detail.
• Effective communication and interpersonal skills to collaborate with diverse teams.
• Ability to understand and anticipate customer needs, providing excellent service and solutions.

• Attention to detail with a commitment to operational integrity.
• High school or university degree.
• Strong personal working discipline and initiative.
• Punctuality and loyalty.

Additional Information:

Additional Information:

• Additional health and life insurance coverage
• Generous annual leave
• Food vouchers and various discounts
• Transportation / Utilities allowance
• Competitive salary and clear career progression
• World-class on-the-job training
• Work in a cozy office